Sr. Cloud Support Engineer at Netskope

About NetskopeToday theres more data and users outside the enterprise than inside causing the network perimeter as we know it to dissolve. We realized a new perimeter was needed one that is built in the cloud and follows and protects data wherever it goes so we started Netskope to redefine Cloud Network and Data Security.Since 2012 we have built the market-leading cloud security company and an award-winning culture powered by hundreds of employees spread across offices in Santa Clara St. Louis Bangalore London Paris Melbourne Taipei and Tokyo. Our core values are openness honesty and transparency and we purposely developed our open desk layouts and large meeting spaces to support and promote partnerships collaboration and teamwork. From catered lunches and office celebrations to employee recognition events and social professional groups such as the Awesome Women of Netskope (AWON) we strive to keep work fun supportive and interactive.Visit us atNetskope Careers. Please follow us on LinkedIn and [email protected] the position:Netskopes customers include some of the largest Fortune 500 companies that demand best in class customer support. You will be the primary point of contact for dealing with top-class IT administrators.Responsibilities:Be the primary point of contact for technical support and escalation casesRegularly communicate status updates to CustomersBe intuitive and inventive to troubleshoot issues and find workarounds for customersWork collaboratively with peers customers Sales Customer Experience and othersReceive functional performance and security issues from Customers and promptly follow-up with Engineering and DevOPSBe a self-starter with the ability to multi-task in a high-pressure fast-paced fast growth environmentWrite technical notes application notes case studies knowledge base articles and solutions for the Support PortalComply with published response targets associated with customer support casesRegularly communicate with customers via video conference and telephoneJob Requirements:5 years of experience in supporting large enterprise customersStrong TCP/IP knowledgeExcellent knowledge and prior experience supporting network security technologies such as: Proxies NG Firewalls SSL/IPSec VPNs SSOFamiliarity with DLP and Encryption gatewaysDemonstrable experience with systems installation configuration and administration of UNIX/Linux and Windows based systems (prior Active Directory/LDAP experience desirable)Expert in troubleshooting various scenarios and systems by using knowledge of common tools (tcpdump) and protocols (TCP/IP NTP DNS DHCP etc.)Familiarity with cloud apps and servicesStrong empathy for customers AND passion for revenue and growthExcellent Communications and Interpersonal Skills required with a passion for the Cloud and related new technologies.Prior experience working with Salesforce ServiceCloud or other support portal toolsMay be required to have a flexible schedule that includes some weekend daysEducation:Bachelors degree preferred#LI-DP1Netskope is committed to implementing equal employment opportunities for all employees and applicants for employment. Netskope does not discriminate in employment opportunities or practices based on religion race color sex marital or veteran statues age national origin ancestry physical or mental disability medical condition sexual orientation gender identity/expression genetic information pregnancy (including childbirth lactation and related medical conditions) or any other characteristic protected by the laws or regulations of any jurisdiction in which we operate.Netskope respects your privacy and is committed to protecting the personal information you share with us please refer toNetskopes Privacy Policyfor more details.Required Experience:Senior IC Key Skills Ruby,Mac Os,Computer Networking,Windows,TCP,Customer Support,Linux,Shell Scripting,VPN,Dns,Technical Support,Troubleshooting Employment Type : Full Time Experience: years Vacancy: 1